FreshService Administrator (Kolkata)

: - Administer and Manage FreshService SaaS Application. - IT Service Management Methodologies : ITIL, Incident Management, Change Management, and Problem Management. - Enterprise Service Management Methodologies: Knowledge Management, Asset Management, and Alert Management. - Azure Cloud Services: Identity and Access Management, Azure Active Directory ( Entra ID), Azure Assets, Role Based Access Control. FreshService Administration: - Administration and oversight of all FreshService modules, including but not limited to Incident, Change, Problem, Alert, Management modules. - Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies. - Setting up Hardware and Software asset management within FreshService - Create documentation of FreshService configuration, end user articles, and guides. - Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system. FreshService Consultant: - Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally. - Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces. - Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau. - Conduct root-cause analysis to identify systemic issues and prevent future incidents. - Create analysis and trending reports for assigned unit . - Copilot the FreshService internal user group with IT Services team. .